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Senior Manager, Customer Experience Solutions

Date: Feb 11, 2019

Location: London, United Kingdom

Company: KPMG UK

AutoReq ID137318BR
Job TitleSenior Manager, Customer Experience Solutions
CountryUnited Kingdom
FunctionManagement Consulting
Service LineCustomer
Service Line InformationIn KPMG's Management Consulting practice, we don't limit ourselves to either strategy or implementation. Instead, we deliver both - equally well. Indeed, it's this broad capability that's seen us accelerate to become a 1000-strong team in less than five years.

Our Customer team are highly experienced sector specialists who help organisations, with increasingly complex challenges, to transform the performance of their core operations and supply chains.

KPMG OverviewKPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Job Description
KPMG Nunwood is a specialist unit within the Customer Advisory team, focused on generating business growth through improved customer experience. Guided by inspirational thought leadership from our Customer Experience Excellence Centre, and powered by our CX Cloud technology, we deliver three integrated services to clients: Customer Experience Strategy, Customer Experience Design, and Customer Experience Insight.

Joining the KPMG Nunwood sales team, you will drive business growth by managing sales across a wide portfolio of accounts. Utilising the firm’s network of existing clients and contacts will provide you with a strong starting point, but you will also develop relationships independently with senior buyers in target organisations. You will take a consultative approach to selling, from developing initial relationships through to leading proposals and pitches.

You will not be involved in ongoing delivery of work, but will ensure each opportunity brought in is properly resourced and taken forward by a dedicated account team. This will enable you to work across a broad range of clients, developing work-class, bespoke solutions to diverse client problems, and driving exceptional levels of growth for the firm.

Roles and Responsibilities

Specifically, you will:

- Actively develop new business, from lead generation through to project commission
- Work through the firm’s Client Lead Partners and Client Service Teams to establish awareness, demand and engagement with clients
- Maintain a high level of knowledge around KPMG Nunwood’s proposition/services and also the Firm’s wider customer transformational approach
- Specifically build knowledge of KPMG Nunwood’s CX Cloud technology, prioritising multi-year, technology based opportunities.
- Work with marketing functions on wider activity, including leveraging the Customer Experience Excellence Centre’s insights and messages to fuel the above goals
- Rapidly qualify in appropriate opportunities and, conversely, qualify out those that are off-target
- Identify and gather information on client issues through primary (face-to-face) meetings
- Work to introduce relevant colleagues to clients and expand the breadth of contact with selected clients.
- Personally lead development of those relationships where KPMG has no existing relationship and develop peer relationships with client staff and procurement teams
- Maintain weekly and monthly sales intelligence, supporting overall management reporting
- Lead or co-manage large tenders and pitch processes, providing direction, challenge and support as appropriate. Ensure that our client knowledge is best represented, and inject the client perspective into the process.
- Keep abreast of the market and help lead the development of the customer experience / CX technology propositions.

Key Measures

- Net sales YTD – by client
- Pipeline YTD - with a focus on those programmes that you are driving
- Quality meeting count, month-on-month
- Proposal / pitch conversion rates
- New relationships you have initiated/developed
- Feedback from partners, peers, members of the KPMG Nunwood team and wider C&G practice

Qualifications and Skills


- Comfortable managing progress against sales targets.
- Commercially and strategically astute, possessing gravitas and the ability to command attention from clients
- Ability to diagnose client needs and spot opportunities across a range of research disciplines within the customer experience management sphere
- Dynamic, inspirational and motivating with a real ‘can do’ attitude, leading by example to inspire clients and colleagues
- Self-starter work ethic, capable of taking on all aspects of the sales process

- Strong written skills an advantage, particularly the creation of proposals/bid content in Microsoft Powerpoint

Experience and Background


- Solid experience of successful business development or account management roles within a consultancy (or agency) environment
- Proven ability to find new solutions to client business issues and turn these into commercial opportunities as a result.
- Experience of presenting in high-pressure sales context.
- Willingness to travel domestically on a regular basis.


- A background within customer advisory, customer experience, market research/customer insight or associated technology would be advantageous
- Experience in working on delivery of market research or customer experience/transformation projects at agency side
- Deep knowledge of the KPMG businesses and how best to leverage the network to create relationships and achieve commercial results
- Specialist knowledge of at least one market sector (e.g. Financial Services, Retail etc)

Our DealIf the chance to work with interesting clients and innovative technology wasn’t rewarding enough, we’ll motivate you in other ways too. At KPMG you can expect real responsibilities and opportunities to grow professionally.

‘Our Deal’ sets out all the different ways you’ll be rewarded at KPMG. Among other things you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, we have created an environment that can bring out the best in you.

Flexible WorkingWhile some of our client-facing professionals can be required to travel regularly, and at times be based at client sites, we are supportive where possible of helping you to achieve a balance between your home and work demands.

We are happy to discuss individual requirements and our range of flexible working arrangements could be of interest. Furthermore, as part of the recruitment process, we can put you in touch with people who work flexibly so you can understand from them what our culture is like.

Applying with a DisabilityKPMG are proud to be an inclusive, equal opportunity employer and we seek to attract and retain the best people from the widest possible talent pool. As a member of the Business Disability Forum we're committed to ensuring that you are treated fairly throughout our Recruitment Process. Should you be successful after the initial application stage, please discuss any reasonable adjustments that you may require, with your recruitment contact.

KPMG's commitment to diversity

KPMG consistently features in the Sunday Times Best Big Companies to work for, which has been recognised with a special achievement award to mark our 10 years in the Top 25. We are proud of the value we place on individuality; we want you to bring your full self to work and truly maximise your potential. We believe that your individuality helps us to deliver the best results for our clients. Diversity of background, diversity of experience, diversity of perspective - that's the KPMG difference. But, don't take our word for it, find out more about diversity at KPMG.

Returning to work after a break

At KPMG, we appreciate that returning to work after an extended career break can be daunting. We understand that those with experience who have taken a career break have a wealth of experience and knowledge to offer our organisation, which helps us to achieve our business goals. We will support you to refresh your skills, develop your confidence and provide a supportive network across the firm to help you best integrate into the working environment. This role welcomes applications for individuals who have been out of work for 18 months or more and who have previous relevant experience.

Policy for Agencies

KPMG has a commitment to sourcing candidates directly and as such we do not accept speculative CV’s from agencies. Please check here to see our policy on agencies: Policy

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